AI call analysis: how to check the quality and benefits for the sales department

What can you get from a conversation?

The first useful result: decoding, summary, agreements and the next step. For the sales department, you can mark the service, customer questions, and assigned action. Testing a script works better if the criteria are specific: did the manager name the price, agree on the time, explain the work procedure.

Don't replace observed action with a vague "good conversation" assessment. AI may misunderstand intonation, noise, interruptions, or an industry term. The manager needs links to fragments of the recording to check the conclusion.

How to prepare a pilot

1. Select different conversations: successful sale, refusal, short call, noisy recording and transfer between employees.
2. Clarify whether records can be processed and accessed in your process.
3. Agree on the criteria and manually mark up some of the examples.
4. Separately check text recognition and conclusions based on it.
5. Compare the model's answers with the supervisor's check.

Two layers of errors

If recognition writes “fifteen” instead of “fifty”, the price conclusion is already based on the incorrect text. Therefore, the transcript quality indicator should not be confused with the final analysis quality indicator. For important amounts and timing, the interface should lead to the original record.

Another case: the text was recognized correctly, but the model decided that the meeting had been agreed upon, although the client only proposed a date. Such errors are detected by the verification sample. It is better to flag an uncertain solution for a person than to automatically set the wrong problem.

Integration with CRM

The result is tied to the desired call and transaction. If the number is shared, the connection may require confirmation. The summary should not overwrite the manager's note. We create an automatic task according to agreed upon rules, and re-processing a record should not duplicate it.

• Each output has a record and a time fragment.
• Correction of the result by the employee is saved in history.
• Different roles have different rights to records.
• The processing failure is visible, the conversation does not disappear from the list.
• The cost of recognition and model is based on call volume.

Beneficial implementation criterion

Evaluate whether the manager’s time for analysis has decreased, whether there are fewer forgotten actions, and how often conclusions have to be corrected. These indicators are measured in the pilot. The percentage of accuracy cannot be promised based on a few beautiful examples.

There is an example interface in AI implementation demo on fictitious data. For integration development you need typical records, your telephony, CRM and verification criteria.